Distrikt Hotel New York City, Tapestry Collection by Hilton

The front staff was very unfriendly and showed poor customer service. I came into the hotel yesterday and explained that I needed two rooms, one wheelchair accessible. I explained that I was booked at the doubletree a couple of doors down, but when I went to the room, the bed was too low to accommodate my transferring from my wheelchair. She said she had rooms available, so I asked to view the room to see if the bed height would work to transfer out of my wheelchair to sleep. She said no, i tried to reiterate the issue, but she said it was against policy and looked so uninterested that I left. In the end, my 2 hotel rooms, 6 night stay went to a competitor next door. I am a diamond Hilton member as well as an HGV Max owner and expected more from the brand.

The manger at this hotel (Gideon Gilbert) oversold rooms and cancelled my prepaid reservation without my authorization and/or signature . His reason… “I didn’t let them him know that I was going to reach the hotel after 12:00 am.”

I reached the hotel around 3:20 am and the front desk staff had an issue with the system. She asked us to wait for her to restart the systems. After 25-30 mn waiting, she finally informed us that our reservation was cancelled. We asked her to speak to her manager since this was a prepaid reservation.

She called Gideon and he was not able to provide any solutions, just excuses to explain why he had the right to cancel our reservation. After a long wait and a lot of back and forth trying to reason with him, calling my bank, etc… We finally got a room around 6:00 am. Of course we couldn’t get proper rest after the wait, uncertainty, and stress of the situation.

Overall, I wouldn’t recommend this hotel at all. Gideon took advantage of customers who were experiencing flight delays and cancellations due to the weather storm. I did call the hotel to ask if they would give us a refund if my flight was cancelled and he said no. What happened next? He made the assumption that my flight was cancelled, he sold the room we prepaid, and then we lost an opportunity to rest during our first night.

Additional details:
- you will be charged $20 additional dollars per day and they will give you a “hotel credit.” If you do decide to stay stick to bottle drinks (food is not good and coffee is as disappointing as management).
- walls are think and you will hear everything from your neighbors and will also hear noise from outside.
- the room cleaning service is upon request (before 9:00 am).